Senior Manager, IES Tier 3: Escalations & Product Feedback

Intuit; San Diego (CA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation package

Cash bonus eligibility

Equity rewards

Job summary

Intuit is seeking a Senior Manager for the IES Tier 3 Supportability team in San Diego, California. This high-visibility role involves overseeing complex customer escalations and leading a dedicated team of subject matter experts. You'll focus on operational excellence and build strategic partnerships across various functions to enhance customer experience.

Your leadership will play a crucial role in ensuring that Intuit's most complex customers receive exceptional support, driving retention and expansion initiatives essential for the company's growth.

Qualifications

• 8+ years of experience in customer support or technical services leadership.
• 3+ years leading managers in an organization.
• Proven culture builder with a history of developing specialized technical talent.

Responsibilities

• Own end-to-end resolution of complex customer escalations.
• Lead the IES Product Investigations function.
• Build high-performing teams of Tier 3 specialists.

Skills

Customer support leadership

Data-driven decision making

Technical services management

SaaS or fintech experience

Multi-entity accounting

Education

Bachelor’s degree

MBA or equivalent leadership experience

Tools

QuickBooks

Intuit Enterprise Suite

Sage Intacct

Job description

Intuit is seeking a Senior Manager for the IES Tier 3 Supportability team in San Diego, California. This high-visibility role involves overseeing complex customer escalations and leading a dedicated team of subject matter experts. You'll focus on operational excellence and build strategic partnerships across various functions to enhance customer experience.

Your leadership will play a crucial role in ensuring that Intuit's most complex customers receive exceptional support, driving retention and expansion initiatives essential for the company's growth.